Customer service all about ‘consumer retention’ and maintaining ‘brand loyalty’. Its an initiative which focuses on retaining your existing consumer base rather than having to find new ones. It has been shown that this approach brings consistent profits both in short and long run. This is basically because less is spent on marketing efforts to acquire new customers.
This initiative also greatly reduced marketing budgets. Although, it may seem strange, customer support is cheaper and more beneficial in the long-run than conventional marketing and advertising efforts. Once businesses understood this fact, the service measures were in full bloom. Everybody began offering basic client support. It is needless to say that this effort worked out hugely in favor of the companies that offered it. They grew a loyal fan base and were able to maintain it too.
The current scenario
At the moment, assisting the client is no longer a luxury. It is purely a necessity. All companies offer it and you can be sure that your competition does to. The biggies, needless to say have the provisions to hire a customer support team in house and have them work all through the year. Although, the same is not possible with small businesses, something of the sort can be managed.
How small business owners offer customer support
There are smart and forward thinking small business owners and there are the good but old school folks. The latter take up client assistance by them selves assuming that it would do and they would have the time for it. What they don’t seem to understand is that, this can be very burdensome. A small business-owner as such, does the job of 2 or more people. Now imagine having to attend customer calls late into the night? The strain is too much and it is a bad idea in every way.
Outsourcing It support service to customer is no new thing. Previously, this was a luxury of the big companies. It is no longer that way. Now thanks to the concept of small business outsourcing, even small businesses and self employed folk can avail this benefit.
Outsourced customer support is as good as local client service but for the costs and responsibility. It costs less than half of what it would cost you to assemble a team in your city. Find a good BPO and you are all set to deliver quality client support to your customers.